I'm trying to distinguish how a ticket was created — specifically whether it was created manually by a teammate in the inbox, or created programmatically via the API (e.g. from a custom application).
The goal is to build a report on this breakdown, either using a native Intercom report/dashboard or by pulling the data out via the API into an external tool. For either approach, I need a reliable attribute or object that flags the creation source.
I've gone through the API documentation but haven't found anything that reliably indicates this. Is there a field, event type, or other way to determine this?
A few things that would help:
- Any attribute (e.g. on the Ticket, Source, or Admin object) that flags whether a conversation originated from the API vs. the inbox UI
- Whether this can be surfaced in Intercom's native reporting (e.g. as a filter/breakdown in Reports), or only via the API
- If no such field exists today, whether this is something that could be added, or a recommended workaround (e.g. inferring it from the initial admin/author on the first conversation part)
